Job Description
Location: Sydney, NSW
n
Experience: 5+ Years
n
Work Rights: Australian Citizens and Permanent Residents (PR) only. No sponsorship available.
n
About The Role
n
We are seeking an experienced Senior Specialist – Contact Centre Platforms to support and maintain enterprise contact centre environments. The successful candidate will have strong hands-on experience with Avaya and Verint platforms, production support, incident management, and platform operations while ensuring high availability and service excellence.
n
Key Responsibilities
n
n
Provide Level 2/Level 3 operational support for Contact Centre platforms.
n
Monitor and maintain the availability, performance, and health of Avaya and Verint environments.
n
Troubleshoot and resolve platform, voice, and application-related incidents within agreed SLAs.
n
Support incident, problem, change, and release management activities following ITIL best practices.
n
Perform routine health checks, system validation, and platform monitoring.
n
Configure and administer users, queues, skills, routing strategies, and contact centre resources.
n
Support platform upgrades, patches, deployments, and production releases.
n
Work closely with infrastructure, network, telephony, and business teams to deliver operational excellence.
n
Maintain technical documentation, runbooks, SOPs, and knowledge base articles.
n




Participate in on-call support and major incident management as required.
n
n
Required Skills & Experience
n
n
5+ years of experience supporting enterprise Contact Centre platforms.
n
Robust hands-on experience with Avaya Contact Centre solutions.
n
Experience administering and supporting Verint Workforce Optimization (WFO) and/or Verint Recording & Quality Management.
n
Strong understanding of contact centre technologies, call routing, IVR, ACD, CTI, and workforce management.
n
Experience with production support, platform monitoring, and operational support.
n
Solid understanding of ITIL processes including Incident, Problem, Change, and Request Management.
n
Experience working with Windows Server environments and enterprise infrastructure.
n
Strong troubleshooting, analytical, and problem-solving skills.
n
Excellent communication and stakeholder management skills.
n
n
Preferred Skills
n
n
Experience with SIP, VoIP, telephony infrastructure, and contact centre integrations.
n
Exposure to cloud contact centre technologies (Avaya Experience Platform, Genesys Cloud, Amazon Connect, or NICE CXone) is an advantage.
n
Knowledge of SQL, scripting, or automation tools is desirable.
n
ITIL Foundation certification is preferred.
n
#J-*****-Ljbffr

📌 Senior Specialist - Contact Centre Platforms (Avaya & Verint)-Australia Only (New South Wales)
🏢 The HR Ally
📍 New South Wales